Originally Posted by
tom911
AA just closed one of their call centers (Windsor, CT), and some employees there did convert over to working at home. Really haven't seen any discussion of it on the AA forum to tell if it's been successful or not. I'm not sure how you would tell you're dealing with an agent working at home versus from a call center.
You wouldn't be able to! That's the beauty of the program...it's a seamless experience compared to regular call centers...at least that's how my company handles W@H. Our call center employees take calls at home and are instructed that there cannot be any interruptions (kids, etc.) and there can be no background noise (radio, tv...kids
). From feedback, it works great and the cost to maintain the program is much less than that of brick and mortar.